App not working?

We're really sorry you're experiencing issues. 😢 This page contains information on:

1. App status

2. Bugs 

 💡Recently fixed 
📲 In-app bugs 
🛒 Collection bugs 

3. What to do if you find a bug


1. App Status

  • Mobile app is operational but there are some issues with the web app.

OLIO systems are constantly monitored and any issues will be reported here. If you are having trouble with your app, please see below.

✅   OLIO app (Android)

✅   OLIO app (iOS) 

⚒️  OLIO web app (Web) 

✅  Volunteer Hub (Web)

Latest app version - 2.8.1

Please note: in many circumstances using the  OLIO web app will allow you to use OLIO without issue.


2. Bugs

📲 In-app bugs


🐛 BUG: Login issues with OLIO's magic link

  • Not receiving the email?
  • Magic link is expired?
  • Magic link opens the browser and not the app?
  • Already have an account?

Click here to troubleshoot

.🐛  BUGS: Blocking

  • Unblocking does not work - you will still be unable to see listings
  • Blocked users still have access to previous conversations and can continue to send messages via those conversations
  • If you block a user, they won't see your listings but you WILL see their listings

Investigating

🐛  BUGS: Messages

  • Messages do not update when the app is open.
    • Pull the messages screen down to refresh or close/ open the app.
  • When lots of messages are received in a short period of time, the app may run slowly.
  • Listing icons at the top of the inbox are not correctly ordered.
  • Messages can change from "read" to "unread" unexpectedly.

Investigating


🐛 BUGS: Notifications

  • For some iPhone users, notifications will not make a sound.
  • Receiving a notification but the listing doesn't show.
    • You will need to change your search settings to show the appropriate distance & the newest first.
  • If you're using the web app, you'll get messages asking to turn on notifications.
    • there are no notifications on the web app so please ignore this message.

Investigating

.

🐛 BUG: Switching between listing categories no longer resets the filter or takes you to the top of the list

  • On an iPhone, you can tap the top centre of the screen to jump back to the top of the list.

Investigating

Check here for updates

.

🐛 BUG: After completing the initial goals, new goals do not refresh

Investigating

Check here for updates


🐛 BUG: Listings are unlisted or marked as "Gone" after copying

  • If this happens to you, when listing, delay 'Make live in' by five minutes, in order to make the listings active.

Investigating

In the meantime, please delay ''Make Live in'' by five minutes. 

🐛 BUG: When you edit a listing, the "List for" timeframe resets to the default

  • Double-check and update the list for timeframe when editing a listing

Investigating

Check here for updates

🐛 BUG: Profile likes, dislikes & about me

  • When updating about me, likes & dislikes the information does not save.
  • This makes it hard to get the profile badge.

Investigating

Check here for updates

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🛒 Collection bugs

🐛   BUG: Some users are currently seeing an issue where they are redirected to the join page after successfully signing up as a Food Waste Hero. They are subsequently redirected to https://volunteers.olioex.com/join when trying to access the volunteer hub, despite now being food waste heroes.

Workaround:

The workaround for this is logging out and logging back in with the same details: if the user does that, it seems to resolve itself. The logout button is located at the top right on the join page.

Extra detail:

We have only been able to replicate this on desktop, and went through the flow usually when testing on iOS.

Investigating

Check here for updates

🐛   BUG: Tesco collection confirmed, but no food on arrival

You might receive a confirmation message from Tesco, but arrive at the store and find no food to collect. Tesco have introduced a nationwide ‘automatic estimation’ of food surplus, which gets sent to OLIO, unless there is no food to collect. Due to some technical complications on Tesco’s end, on some occasions, the estimation is incorrect, and by the time you arrive for collection the ‘reduced to clear’ yellow sticker items have been sold to customers.

This issue currently only affects 2.3% of Tesco collections but OLIO knows it’s a massive inconvenience if this is you! We don’t want any FWH to have a wasted journey - ever!

Tesco is working hard with their IT provider to resolve this issue and it’s estimated that accurate estimations will be in place for all stores from October 2021. This is far from perfect and although the technical work is outside OLIO’s control, we are trying to aim is mitigate the effects of these errors as much as humanly possible by:

  • Reporting to Tesco HQ all stores that experience issues with this feature. The store managers are then individually contacted and reminded to override the automated donation message, so that you can still take the food home, if there is any.
  • Contacting FWHs who have flagged store tech issues via our surveys to reassure them this won’t be held against them and apologise for the wasted journey. 

In addition to this, please could you help by:

  • Reporting the incident if it happened to you - > tapping ‘Something wrong?’ in the Volunteer Hub
  • Speak to store staff about this as they are able to override the system and inform you there is no food

✅ Fix Underway

Remind staff to decline donations each day there is no surplus, or report to FWH team.

🚫As always, please do not go ahead unless if you have received a confirmation. If you are able to call the store before going ahead please do so for reassurance.

🐛  BUGTesco say OLIO haven't accepted.

 You might receive a confirmation message to go ahead, but the manager in store says they haven't received our acceptance messages. If you receive a confirmation, but the store's hand-held PDA device says OLIO hasn't accepted, staff can now run ''Manual Acceptance''. In case they've missed internal communications about this, please ask staff to:

✅ Click  Waiting for Response
✅ Then  Accept
✅ Choose  OLIO
✅ Then  Submit!

✅ Fixed

Ask staff to use the ''Manual Acceptance''


 🐛   BUG: Tesco Conflicting messages

You might receive conflicting messages from Tesco (i.e confirmation to go followed by a message to say 'no food available') - in this case please go with the most recent (the last) message in the chat.

✅ Fixed

Follow guidance from most recent Tesco confirmation message . 


💡 Recently fixed

Please update your app to the latest version if you are still experiencing issues with the below:

✅ Listings created using Copy and "Make live in" show up in preview with a white wash overlay.

✅ Item no longer available message being sent to the requester even if they have been confirmed as the collector.



3. What should I do if I think I find a bug? 

Please first check that you have the very latest version of the app! 📱You can do this by visiting the App Store or Google Play. You can also find out what version you're on by tapping the   three horizontal lines at the top of the app and going to the 'Account' section. Please note: Android releases are available immediately, whereas iOS updates can take several days before they become available.

If this doesn't work, please submit a bug report via the '' Need more help?'' button on this page. Please include screenshots where possible.

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